Customer Success Manager

About Amazing Life

Amazing Life equips churches with content and technology that helps kids grow in their faith. We operate like a world-class business while serving a mission that matters deeply. Our team is thoughtful, driven, and committed to excellence—not just outcomes, but how we get there.

Department:
Customer Success

Reports to:

Head of CSM

Location:

Plano, TX

Amazing Life equips churches with content and technology that helps kids grow in their faith. We operate like a world-class business while serving a mission that matters deeply. Our team is thoughtful, driven, and committed to excellence—not just outcomes, but how we get there.

Customer Success plays a critical role in ensuring our church partners are thriving, supported, and growing in value from Amazing Life.

The Customer Success Manager (CSM) is responsible for the health and retention of a defined book of church partners. This role focuses on product adoption, and proactive risk management to drive strong Net Revenue Retention (NRR).

While CSMs do not carry a traditional sales quota, they are directly accountable for renewal outcomes, churn prevention, and surfacing expansion opportunities through trusted partnership and consultative engagement.

• Customer Health & Retention
  • Own the overall health of assigned church accounts, proactively identifying risks and opportunities
  • Drive strong renewal outcomes through planning, relationship management, and value reinforcement
  • Monitor usage, engagement, and qualitative signals to prevent churn and contraction
  • Maintain accurate customer data, notes, and forecasting in internal systems
• Strategic Customer Engagement
  • Lead structured Business Reviews that align church goals with Amazing Life solutions
  • Coach churches on best practices, adoption strategies, and ministry outcomes
  • Act as a strategic partner—not just support—helping leaders make confident decisions
• Expansion Opportunity Creation
  • Identify and surface upsell opportunities based on customer needs and usage patterns
  • Partner closely with Account Managers by scheduling AM-led calls where expansion may be appropriate
• Cross-Functional Collaboration
  • Partner with Content, Product, Sales, and Marketing to advocate for customer needs
  • Share feedback and insights that improve the product and customer experience
  • Participate in team planning, retrospectives, and process improvements
• Success Metrics
  • Variable compensation is tied exclusively to NRR performance and proportional to the size of the assigned book of business.
• What Success Looks Like
  • Churches feel supported, confident, and well-served
  • Renewal conversations are proactive, not reactive
  • Risks are identified early and addressed thoughtfully
  • Expansion opportunities surface through trust and value
  • Internal teams see the CSM as organized, prepared, and reliable

Required

• 2+ years in Customer Success, Account Management, or a related customer-facing role
• Experience managing a book of recurring-revenue customers
• Strong communication and relationship-building skills
• Ability to manage multiple accounts, priorities, and deadlines
• Comfort working with data, ARR concepts, and performance metrics

Preferred

• Experience working with churches, nonprofits, SaaS, or subscription businesses
• Familiarity with NRR, renewals, and retention strategy
• Background in consultative or advisory customer roles

• Mission-driven work with real impact
• Clear expectations and measurable success
• Thoughtful compensation aligned to outcomes
• A team that values growth, mastery, and excellence
• Space to do meaningful work with people who care